• This site uses cookies. By continuing to use this site, you are agreeing to our use of cookies. Learn more.
  • Hi Guest
    I have made some behind the scenes changes.
    I have found and hopefully fixed a problem that stopped members uploading files.
    Please let me know if you spot any other problems like not being able to view threads that you could previously.
  • Hi Guest, The forum software has been updated!
    Please let me know if you spot anything that isn't working as expected.
    I hope you find your way around OK!!!
    Have a great Christmas Guest.
    Best Wishes
    Ark Royal
  • There seems to be a problem with some alerts not being emailed to members. I have told the hosts and they are investigating.

Grosvenor Casinos online - have closed my account and refused to pay me out - advice needed

#1
I opened an account with Grosvenor Casinos online just after Christmas, because I was in Ireland and could not access my account. Over the Christmas period I won money which is hard enough to do at times. When I returned to the UK, they had blocked my account and requested several pieces of information.
After 1 week off sending information (block this number, take picture of this and 100 more requests) I was informed it was clear and they will process my withdrawal.
I waited for 2 days nothing contacted them again, we need another several pieces of information. I resent again as I was taking to one of there agents, who informed me that this was all he needed and he would get it sorted straight away.
1 day later I ring to check as I found it hard to believe it was done and then to be told that there was an issue with my utility bill, the name did not match mine.
I explained again that I use my middle name, which is same as my email address, which is on my passport, which is the same as my user name.
the agent then said nothing he can do, I informed him I could not get anything else as the landlord set up all bills. I then informed him that only thin I could do is change them name , which he replied ok.
24 hours later
Dear Edward,
Thank you for your email.
Having reviewed your account with us, we have decided not to reactivate it in line with section 15 of our Terms & Conditions:
15. Fraud
15.2 We reserve the right to terminate your account, forfeit the balance of your account and recover from your account the amount of any affected pay-outs, bonuses or winnings if:
· 15.2.1 you are found to be participating in any form of fraudulent practice or unlawful or improper activity;
The original deposit has been returned to your card and will appear in the coming days, the account itself will remain closed.
Please accept our apologies for any inconvenience caused.
Kind Regards,
Giles| Customer Security
Rank Interactive, Rank Group Plc.

As you can see by there next email they even refer to me as my middle name.
since this I have set up online banking sent them all details and showed them my initial deposit returned to me , but still not returning my winnings


Dear Dara,
Please refer to the below message that was sent to you by our security team. This is our final decision on the matter and will not be looked into further. If you do not agree with our decision, you can escalate this further with our Independent Regulators, the UK gambling Commission or IBAS (Independent Betting Adjudication Service). Their contact details can be found via the links below.
https://www.ibas-uk.com/
http://www.gamblingcommission.gov.uk/home.aspx
We can confirm that, after careful consideration and as per Section 15 of our Terms and Conditions, the decision has been made not to reactivate your online account. You can refer to the full details of our Terms and Conditions online and the relevant section is also provided below for your reference:
15.) Right of refusal
  • We, in our sole discretion, reserve the right to refuse to register you and/or to suspend and/or terminate your account at any time and/or to refuse to accept any bet or transaction in respect of or in connection with your use of the Gaming Services. We shall not be obliged to provide you with any reasons for so doing and shall not be liable to you in any way for any loss or damages that may result from any such action. Furthermore, we reserve the right to refund to you or withhold any payment of monies from or into your account if there is manipulation of our financial system or suspicion or evidence thereof or a breach or suspected breach of any applicable law, regulation or any of these terms and conditions, in each case without providing any reason.
  • Use of any account otherwise than in accordance with these terms and conditions or any other abuse of any account is strictly prohibited.
  • We reserve the right to withhold and/or withdraw any promotional offers (including free bets or tokens) at any time.
  • We reserve the right to withdraw your use of any of the Gaming Services at any time, subject to fulfillment of any outstanding commitments under these terms and conditions.
We understand that this will not be the outcome that you were hoping for and we are sorry for any inconvenience this may cause you. We can however assure you that this decision was not made lightly and a full assessment was made by our Security Department before reaching this conclusion. We have the discretion to suspend all action on an account and we may exercise our right of refusal at any time.
Thank you for taking the time to contact us.
Luke
Customer Service Team
Grosvenorcasinos.com
 
#6
Intrusive and OTT verification requirements when customers dare to attempt to withdraw winnings are now becoming a total piddle take.The Justice For Punters Org are working towards securing a change to this poor practice and as @markfinn advises they would prove helpful.You are also helping yourself and others by posting your above on this forum and any betting related ones, because the one thing these firms do not want is people being made aware of how they operate.!
 
#7
Intrusive and OTT verification requirements when customers dare to attempt to withdraw winnings are now becoming a total piddle take.The Justice For Punters Org are working towards securing a change to this poor practice and as @markfinn advises they would prove helpful.You are also helping yourself and others by posting your above on this forum and any betting related ones, because the one thing these firms do not want is people being made aware of how they operate.!
That was my plan shout loud enough till some one replies - the crazy thing is I just want what I won, 800 to them is little to most it is a good win